Smith & Wesson Product Service Department's Great Service Story

[.460V & XVR Magnum Man]

I just want to tell a great service department story of the service I got from S&W. I had just gotten my .460 XVR home from my FFL. In cleaning it I noticed a machining flaw by the hammer where the sideplate meets the frame and a ding inside by where the seams meet. I was bummed. The next Monday I called S&W and they said they wanted to look at it and would send me a shipping label, I got it and sent it off on Friday August 21st. They got it Tue. the 25th. I got a letter that Saturday confirming the gun had arrived. I called Monday the 31st to see how long it would be and the man in customer service said it was in line in the warranty repair dept. and I should call in about a week if I haven't heard anything. So yesterday the 3rd of Sept. I get a call from home that Fedex has left a big box, I have ammo ordered and I thought it was that as my wife signed for it and didn't look at who it was from. When I got home I thought that is pretty big for 200 rounds of ammo, I looked and it was from S&W Customer Service. The job on the frame at the seams was PERFECT!! The gun which I cleaned before it left was cleaner when I opened the box. The gunsmithing on the bad area is perfect I have no clue how they repaired it but it is absolute perfection and they polished it and it looks GREAT!! It is as perfect as my other .460V and my 29-10 Nickel .44mag. I am really impressed and think that the customer service was #1 and I will be their customer for life. They don't say much as the return slip was just to the point, here is what it said. "The Following Characteristic (s) have been Examined and Adjusted to Our Standards - Frame Repaired" That was all it said, and it has been a pleasure to serve you. I just wanted to share this story with everyone and thanks for all your replies when I was sending it in for service. What a really nice experience and a really great company, that stands behind their product. Smith & Wesson sure can't be beat. It is a pleasure in this day and age to still have a corporation that takes care of its customers!!!

 

[Smithist]

I have experienced the same impeccable service from S&W on two occasions. Refreshing, isn't it!

 

[sasu]

I am hoping to get the same treatment with three guns. The problem is I am in Europe - who does the warranty work for S&W here or do they ship the guns to the States for major repairs?

 

[Spotteddog]

Great question SASU!
I can't remember it ever being asked or answered? It sure would be valuable info for non-north American S&W owners to know!

 

[kennyb]

and THATS the reason they are smith&wesson..!

 

[oldRoger]

'The Following Characteristic (s) have been Examined and Adjusted to Our Standards"
In my experience S&W standards are very high.

 

[460v LAC du FLAMBEAU]

I purchased a S&W 500 two years ago and noticed the rear sight was slightly twisted. Took it back to the gun shop and he sent it to the factory on a Thursday and I received repaired the following Wednesday!

They must have turned that repair around in 2 days.